Panera Bread

I work at a large, busy urgent care here in Erie, PA where we order from local restaurant establishments frequently. Our medical staff here work 14 hour days and are often so busy we don’t get to sit for long and have a meal, so getting a nice lunch we can quickly eat between taking care of sick and injured people is important to keep us going during this busy time. We ordered a multi item order on the app today, one of which was a “you pick 2” with 1/2 a tuna sandwich and a cup of broccoli cheddar soup. The nurse chose a different type of bread and added romaine lettuce and tomato slices. When the order arrived, there was NO TUNA on the tuna sandwich. Seriously? (This has also happened to one of the doctors that works at my office recently, who had the same comment- why would I order tuna with no tuna?) The pick 2 combo is about $15 after tax, and why on earth would someone order a tuna sandwich without tuna on it? (Especially considering that a veggie sandwich is a menu item.) 2 pieces of bread, some romaine lettuce and two SMALL tomato slices is not worth$7.00. When I called the store at the Peach St Erie location to ask for a refund or the sandwich to be re-made, I had someone named Olivia put me on hold so she could talk to a manager, and then come back on the phone and rudely tell me “well you clicked on no tuna when you ordered through the app”. I told her I most certainly would never have ordered a tuna sandwich with no tuna, and there must be some mistake. She again swore, nope, this is my fault and they just made what the ticket said, which is what I selected, and her manager said they would not be refunding me or remaking the sandwich. I explained to her how incredibly absurd this is and asked how they could justify charging $15 for this, she just said “oh well that’s what you chose thru the app.” I asked to speak to her manager, to which she said, “I AM a manager.” I told her if the customer service there is truly this bad, then our office will never be ordering from there ever again. Her response? “Sorry to hear that.” Since Olivia the manager from Panera on Peach St in Erie has no idea what good customer service looks like, allow me to educate on how she should have handled this. Her response to my issue should’ve sounded something more like: “I’m sorry this happened, and I will happily refund your $7 for the sandwich or make a new on with tuna, but I will only do it this one time, so please be careful when ordering through the app in the future. I’ve heard the app does have some tricky features, to take your time when ordering to make sure it is all exactly as you want it to be.” We were ordering from Panera quite a bit, and this horrendous customer service is ensuring we will never order from them ever again. Which, by the way, I explained to Miss Olivia, who truly did not care that she is losing frequent customers (who typically place orders that are $50-$100) over a $7 sandwich. See the picture below, this is worth $15? Never again will I order from Panera.

Bagel was burnt to a crisp. Half of it was cooked then the other half was undone. The company needs to invest in a better toaster? Or is it the employees not toasting it right? The lady at the window was also a little rude when I went to redeem my rewards but it expired and also when I didn’t realize you guys have a new menu so some of the items I requested weren’t on the menu anymore. Sometimes it’s not what you say it, it’s how you say it.

The menu looks very good. The counter girls was super nice. The place looked great. Prices were very high. $2.99 for a small unsweetened ice tea. It didn't say free refills. I was meeting out of town quests, to visit with. I would not get food there, way expensive

Service is Terrible! Mobile orders are never ready on time so if you are a delivery driver, expect long waits! This store used to be good, but over the past 6 months it's literally slid all the way down hill! Employees too busy gabbing instead of preparing food like they should!

Had to work late unexpectedly and ordered a Salad, apple and a drink. $28.11, the apple was 2 fingers width and about 3 inches in length, melee texture and a salad that my 4 year old would have said was tiny. Try to order something healthy and pay almost 30 buck's for this. Meanwhile you get fill up on garbage half of that money.

Got that you picked to deal got a A cup of tomato soup and chicken cordon bleu sandwich which was very good however it was huge it must’ve been over 12 inches long and way too much for lunch. Thought I would get a half a sandwich and a cup of soup not happy with the size of the sandwich. And the price of lunch was over $21 we could’ve went downtown to a high-end restaurant and had lunch for that amount not sure we’ll go back to Panera again very very disappointed with the you pick to deal.

The best experience I have had at a Panera Bread EVER!! They were understaffed, soon to close, had been slammed for 2 hours and still the most pleasant and helpful staff I have experienced at PB. The food was great too but the people made this dinner AWESOME.

Very disappointed in Panera. We’ve stopped at this one on our way through Erie, PA twice now. Both times the service was terrible - workers were grouchy, slow, and messed up our order. The restaurant is unclean - floors dirty, tables unwashed, and bathroom was dirty with only one stall available. Panera is typically our go-to for healthier food when traveling. I hope this one gets its’ act together. We won’t be stopping here again.